Direct copy from my open BBB complaint:
Was given a moving quote for an estimated number of boxes and furniture items and move was scheduled for Feb 1 between 9-10 am. Two movers arrived at 11:30 in a white, non-descript 24' truck. After they loaded boxes for 1 hour, and after my husband had momentarily left the premises, they stopped working and told me that they had reached the limit of "70 boxes" that was on my quote and would not move any more boxes or the company would charge "a whole lot of money". I told them that the 70 boxes was an estimate and that the company had understood that when the quote was given. Then they said, "we'll load the rest and you can just give us whatever amount you want". I called my husband, he said they were contractors and they aren't supposed to do things like that.
While I was on the phone, the two movers began arguing with each other and one disappeared for the rest of the day. Then I called the company's office and spoke with Leslie, whom I originally got the quote from. I told her what was happening and she was stunned. She said she would talk to the crew manager and fix the problem. The remaining mover's cell phone rang and he spoke in Spanish to his manager for several minutes. When he finished he told me he still couldn't move any other boxes. I called Leslie back and relayed this to her. She said the crew manager told her that the 2 movers were father and son, and were having personal disagreements on company time and that they would be sending a fresh crew who were not contractors to finish moving us.
Another hour later, 3 or 4 men arrive in a company truck. They began speaking in Spanish and laughing with the first remaining mover and standing around in my living room. I called Leslie and relayed this. She had the crew manager (Tally) call me and explain what they were supposed to be doing instead of standing around joking. Tally told me that the crew reported they had 80 more boxes to move. I said that was "greatly exaggerated" and that there might be 20 more but probably less. He said he would give me those 20 boxes for free, but it was company policy to charge $2 per extra box. I explained again about the estimated 70 box count and he said he would have the crew count all boxes at the end of the move. I tried to call Leslie again but couldn't reach her.
One of the crew (Alberto) started coming over to me every few minutes asking what else needed to be moved. I kept telling him, "everything", and then he would refer back to his itemized list and tell me what they weren't going to move. He kept arguing with me about the boxes so I finally started separating light and small boxes away from sight and told him just move the rest or get started on the furniture at least. So they began moving our furniture but DID NOT use any padding or shrink wrap as advertised on their website and as quoted to me by Leslie. They put gashes and dings all over the walls of our former residence. When they finally said they were ready to go at 4:00pm, there was over 1/4 of our belongings left and I was so mad that I asked my husband to go with them to our new house so I could just cry and try to call Leslie again while I surveyed the damage.
When I arrived at the house, my husband showed me the damage the movers had done. Our leather couch is scratched. Our computer desk was ripped apart, splintered and essentially destroyed. The movers gave my husband the hardware for it and did not tell him that it was broken. Now it is unusable. Our washer knob was broken off and put back on as if nothing happened and will need to be replaced. Boxes were heaped into one room instead of the rooms they belonged. Our mattress was ripped. Our bed was put together upside down. I called Leslie this morning and told her how the move ended and how disgusted we are. She said she would talk with Tally and figure out a resolution and call me back. I haven't heard back from her.
Two days later and I have made 3 more attempts to contact Leslie - my calls are not being returned. I will be forced to use a friend's washer until we can find the parts to repair mine which may cost up to $150. My husband and I also cannot use our own computer equipment because our desk is in shards so we have nowhere to set up anything. Fortunately our warranty is still good on our couch but it will be 2 weeks before it can be repaired.
My husband and I are completely disgusted with this company and plan to file every complaint available so that no one else has to suffer like we are. We're moving the remainder of our belongings ourselves slowly, but surely, as both of us have medical conditions that don't allow us to lift heavy objects. If we were able to do so, we wouldn't have hired these people to begin with. I still expect their insurance to pay for damages.
The next day we ordered the replacement part to fix my washing machine - total cost $184.34. I anticipate that the company will reimburse this cost. Photos of all damage have been taken and receipts for repairs will be collected.
It is now more than 2 weeks since the so-called move and we had to beg/borrow and bribe people to help us get the rest of our stuff moved. We had to rig our computer desk with some store-bought table legs - another $75.76 out of our pockets to fix the mover's screw-up.
Amanda
Plano, Texas
U.S.A.
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